**Job Summary**:
We are seeking a meticulous and detail-oriented Quality Auditor to join our Call Centre Quality Assurance team in Zirakpur. The Quality Auditor will be responsible for evaluating the quality of customer interactions handled by our call centre agents, ensuring adherence to established standards, identifying areas for improvement, and contributing to enhanced customer satisfaction and operational efficiency.

**Responsibilities**:

- **Identifying Quality Gaps**: Identifying deviations from established quality standards, policies, and procedures during customer interactions.
- **Providing Feedback to Agents**: Delivering constructive and actionable feedback to call centre agents on their performance, highlighting strengths and areas needing improvement.
- **Preparing Quality Reports**: Generating regular and detailed quality audit reports summarizing findings, trends, and areas of concern.
- **Analyzing Quality Data**: Analyzing quality audit data to identify recurring issues, root causes, and potential solutions for improvement.
- **Participating in Calibration Sessions**: Participating in calibration sessions with other QA team members and stakeholders to ensure consistency in evaluation standards.
- **Identifying Training Needs**: Identifying individual and team training needs based on quality audit findings and recommending training interventions.
- **Contributing to Process Improvement**: Providing insights and recommendations to the training and operations teams for process improvements and the development of best practices.
- **Ensuring Compliance**: Verifying that agents are adhering to regulatory requirements, company policies, and standard operating procedures.
- **Maintaining Confidentiality**: Handling sensitive customer and agent information with utmost confidentiality.
- **Staying Updated**: Keeping abreast of changes in customer service standards, company policies, and quality assurance methodologies.
- **Assisting with Quality Initiatives**: Participating in quality improvement projects and initiatives as required.

Pay: ₹25,000.00 - ₹35,000.00 per month

Schedule:

- Day shift

Work Location: In person